Desktop Support Technician

Desktop Technician will provide daytoday local/remote desktop

support receive inbound calls answer questions troubleshoot and document steps performed to resolve challenges with hardware software and application issues in a ticketing system. The candidate will also need to facilitate customer resolution for calls and engage their supervisors and managers to ensure operational consistency across all shifts within the IT Support Center. Desktop Support Engineer provides Break Fix fault diagnosis and resolution. Providing fault analysis to customer s various core operating systems and platforms as well be able to provide support and apply desktop fault resolution for the approved application suite.

Position Responsibilities and Functions

a)Provide first/second level contact and problem resolution for customer issues.

b)Work with Third Party Vendors to remediate complex AV issues as needed.

c)Provide timely communication on issue status and resolution.

d)Maintain ticket updates for all reported incidents.

e)Install upgrade support and troubleshoot XP Windows 7 Windows 8.1 Windows

10 and Microsoft Office 2010 Cisco Jabber another authorized desktop application.

f)Should have basic knowledge of Mac operating system to support Apple pc users.

g)Install upgrade support and troubleshoot for printers computer hardware.

h)Performs general preventative maintenance tasks on computers laptops printers.

i)Performs remedial repairs on Desktops laptops printers and any other authorized

peripheral equipment.

j)Use diagnostic tools to troubleshoot problems associated with network connectivity

and workstation hardware/software.

k)Broad experience of IT with basic understanding of Networks Servers Audio/Visual

Smart Devices and Telecoms.

Requirements

• Candidate must have at least 3 years of Desktop Support experience.
  
• Candidate must be fluent in English and local language.
• Windows 710 Microsoft Active Directory utilization of GPOs MS Office 365 PC hardware installation and troubleshooting Enterprise antivirus solutions Helpdesk ticketing systems.
  
• Mobile device management including IOS and Android devices Enterprise encryption solutions Windows PC/laptop management via Active Directory.
  
• Proven analytical troubleshooting and problemsolving skills.
  
• Proven ability to multitask effectively determine priorities and meet SLA s.
  
• Excellent communication relationshipbuilding and internal customer service skills.
  
• Adaptable and flexible in a fastchanging industry and work environment.
  
  

Candidate must have at least 3 years of Desktop Support experience. Candidate must be fluent in English and local language. Windows 7-10, Microsoft Active Directory, utilization of GPOs, MS Office 365, PC hardware installation and troubleshooting, Enterprise anti-virus solutions, Helpdesk ticketing systems. Mobile device management including IOS and Android devices, Enterprise encryption solutions, Windows PC/laptop management via Active Directory. Proven analytical, troubleshooting and problem-solving skills. Proven ability to multi-task, effectively determine priorities and meet SLA s. Excellent communication relationship-building and internal customer service skills. Adaptable and flexible in a fast-changing industry and work environment.